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Job ID :
Location :
Irving, TX US
Level :
Entry Level Professional
Job Category :
Information Technology
Description :

Where good people build rewarding careers.

Think that working in the insurance field can’t be exciting, rewarding and challenging? Think again. You’ll help us reinvent protection and retirement to improve customers’ lives. We’ll help you make an impact with our training and mentoring offerings. Here, you’ll have the opportunity to expand and apply your skills in ways you never thought possible. And you’ll have fun doing it. Join a company of individuals with hopes, plans and passions, all using and developing our talents for good, at work and in life.

Job Description

Position Open:  Workforce and Scheduling Administrator
This individual will be responsible for analyzing our workforce and scheduling activities by tracking, monitoring, and adjusting those activities as needed. The results of this work will help ensure optimal utilization of resources and support of business objectives within the CCC and it will ensure effective and efficient resolution of staffing and scheduling needs.

Job Description

Job Characteristics:
• Achieve (develop and implement) established standards of productivity and service.
• Staffing and scheduling of daily work activities.
• Coordinate workflow.  Make real time adjustments as needed
• Responsible for ensuring effective and efficient forecasting, load balancing of calls, troubleshooting and escalation of issues, etc.
• Effectively, efficiently and expediently communicate information to staff and management team.
• Participate in the operational management of the center.
• Evaluate potential scheduling/staffing problems and make recommendations for improvement.
• Identify and evaluate trends for improving overall workflow
• Coordinate telephone problems with service providers and monitor follow up resolutions.
• Coordinate mainframe/LAN system problems with Allstate Technology Service Center and monitor follow up to resolution.
• Ensure accuracy and timeliness of updates to all systems
• Conduct reviews on inbound call handling to identify opportunity areas for the center to improve overall results
• Gather data and produce reports.  Analyze information to make recommendations for improvement.

Job Qualifications

Work Schedule:  Second shift, weekends and holidays are required

Compensation: Pay will be determined based on candidate's experience. Allstate offers benefits such as medical, dental, vision, 401K, and paid time off, most starting on the first day of employment.

• Advanced Skills in:
- Organization and Leadership experience
- Time management
- Communication
- Call Center scheduling processes
• Two to four years leadership experience
• Microsoft Windows proficiency and advanced skills in Excel
• Verint scheduling skills/knowledge
• Visual Basic skills a plus
• Two to four years experience in Call Center site preferred
• College degree preferred


Good Work. Good Life. Good Hands®.

As a Fortune 100 company and industry leader, we provide a competitive salary – but that’s just the beginning. Our Total Rewards package also offers benefits like tuition assistance, medical and dental insurance, as well as a robust pension and 401(k). Plus, you’ll have access to a wide variety of programs to help you balance your work and personal life -- including a generous paid time off policy.

Learn more about life at Allstate. Connect with us on Twitter, Facebook, Instagram and LinkedIn or watch a video.

Allstate generally does not sponsor individuals for employment-based visas for this position.

Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.

For jobs in San Francisco, please see the notice regarding the San Francisco Fair Chance Ordinance.

For jobs in Los Angeles, please seethe notice regarding the Los Angeles Ordinance.

It is the policy of Allstate to employ the best qualified individuals available for all jobs without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity/gender expression, disability, and citizenship status as a veteran with a disability or veteran of the Vietnam Era.


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